Guidance for compliance with the Consumer Contracts Regulations 2013

E-Commerce (Distance Selling) Consumer Protection Guidance Notes

BS.GN.ECOM.01

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 provide enhanced levels of consumer protection in a range of transaction types, most significantly distance sales and off-premises contracts (a common example of the latter being doorstep sales).

The Regulations impose strict requirements on traders including those relating to pre-contract information, cancellation or “cooling-off” rights, refunds, the imposition of additional charges and the confirmation of contracts. The Regulations came into force on 13th June 2014 and apply to all relevant contracts formed as of that date.

As the Regulations apply to distance selling, they are particularly important for e-commerce traders. Not only should traders take great care to ensure correct and full compliance with the Regulations but they should also ensure that the way in which they comply does not compromise the end-user / customer experience. Some of the requirements laid down by the Regulations have the potential not only to be onerous on traders but also to add irritating complexity to transactions from a customer’s perspective.

These E-Commerce (Distance Selling) Consumer Protection Guidance Notes provide a guide to the key requirements set out in the Regulations, setting out what is required in clear, plain language and also provide some practical suggestions designed to assist businesses in complying with the Regulations in the most pain-free way.

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